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We are looking for a Tier 3 Engineer to join our growing Global Support organization. The Tier 3 Engineer is responsible for resolving the most complex and advanced technical issues and taking part in the deployment and delivery of our solutions.
The ideal candidate will possess deep technical expertise, exceptional problem-solving skills, and the ability to work under pressure and provide outstanding service to our customers globally.
Responsibilities:
Technical escalations – Resolve the most complex issues that are escalated from Tier 2 support
Customer communication – Engage directly with customers on critical issues, providing clear and concise communication throughout the life cycle of the case
Cross team engagement – work closely with RnD, Product, Delivery and CSMs to identify and resolve systemic issues, contribute to the overall version management and contribute to product improvements
Training – Provide training to Tier 1 and Tier 2 Technical Support engineers helping to elevate the overall technical capability of the support team
Knowledge management – Document solutions and best practices to assist other support teams and reduce future escalations
Incident management – manage critical incidents end to end to ensure timely resolution and minimal customer impact
KPIs – Adhere to strict KPIs and SLAs both internally and externally